Client Services Specialist III

Description

This is a fully remote position. Technology will be provided, but you must have access to a private, secure work location and private, secure internet to be considered. Please verify that you meet the require qualifications before submitting an application. Applicants who do not meet these requirements will not be considered.

Job Summary

Join us as a Client Service Specialist III and be a part of a collaborative and client-focused team that aims to exceed expectations and drive positive client experiences at LINQ Services.

Our Client Services Specialist III role is our highly experienced, client focused specialist. They support our clients through exceptional customer service, maintaining a positive and quality relationship, and providing support through creative problem solving. As a Client Service Specialist III at LINQ, you will be at the forefront of building strong and lasting relationships with our valued clients through e-mail, chat and phone support tickets. You will be an expert at resolving challenging support cases and supporting our critical clients. Your main responsibility will be to provide exceptional support and assistance, ensuring client satisfaction and loyalty. We are seeking a dedicated and proactive professional who is passionate about delivering outstanding service and understands the importance of client-centricity.

Key Responsibilities

• Respond to client e-mail, chat and phone support requests such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, technical inquiries and other concerns.
• Responsible for ensuring VIP client requests are completed with appropriate urgency and service.
• Resolve assigned tickets accurately and in a timely manner.
• Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly.
• Collaborate with colleagues and escalate appropriate tickets to more advanced agents in a seamless manner when required for the best client experience.
• Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times
• Complete client bulk action requests as they come in or when they are assigned out by a manager or lead.
• Maintain and stay current with a working knowledge of key processes and procedures of multiple vendor platforms.
• Monitor and assist in team messaging platforms to assist fellow agents with inquiries.
• Stay up to date with Technical and MDM (Mobile Device Management) training courses offered by LINQ.
• Have knowledge of and assist clients with phone migrations.
• Support as appropriate with escalated cases
• Staff after hour and on-call support for on-call Holidays as needed.
  
  

Required Qualifications-Candidates who do not meet these qualifications will not be considered:

• High school diploma, GED or equivalent
• One year of prior customer service experience
• Two years of prior experience with Salesforce or similar CRM platform or demonstrated equivalent experience
• Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up
• Dedicated private work location without significant background disruptions
• Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook).
• Excellent verbal and written communication skills with a focus on active listening.
• Strong interpersonal skills, with the ability to build rapport and trust with clients.
• Problem-solving mindset and the capacity to handle challenging situations with diplomacy.
• Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously.
• Customer-centric attitude with a genuine passion for providing top-notch service.
• Ability to pass a criminal history background check
• Ability to work a flexible work schedule
  
  

Requirements

Required Qualifications-Candidates who do not meet these qualifications will not be considered:

• High school diploma, GED or equivalent
• One year of prior customer service experience
• Two years of prior experience with Salesforce or similar CRM platform or demonstrated equivalent experience
• Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up
• Dedicated private work location without significant background disruptions
• Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook).
• Excellent verbal and written communication skills with a focus on active listening.
• Strong interpersonal skills, with the ability to build rapport and trust with clients.
• Problem-solving mindset and the capacity to handle challenging situations with diplomacy.
• Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously.
• Customer-centric attitude with a genuine passion for providing top-notch service.
• Ability to pass a criminal history background check
• Ability to work a flexible work schedule
  
  

Preferred Qualifications

• Two years of customer service experience.
• Two years prior experience with mobile or technical products.
• Two years prior Experience with Salesforce.
• Understanding of cellular services and markets.
• Basic knowledge of mobile devices set-up, usage and backup functions
• Prior MDM (Mobile Device Management) Technical Experience